--- sourceDocument: zurich Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/delta-yokohama-zurich Release : - zurich ft:locale : - en-US ft:publication_title : - zurich Combined Product Files ft:clusterId : - delta3zy bundleId : - delta3zy --- # Combined ServiceNow Otto for Customer Service Management (CSM) release notes for upgrades from Yokohama to Zurich # Combined ServiceNow Otto for Customer Service Management (CSM) release notes for upgrades from Yokohama to Zurich {#ariaid-title1} Release version: Zurich Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 23 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined ServiceNow Otto for Customer Service Management (CSM) Release Notes for Upgrades from Yokohama to Zurich This consolidated release notes document provides ServiceNow customers with a comprehensive summary of all updates, new features, changes, removals, deprecations, and activation details for ServiceNow Otto for Customer Service Management (CSM) from the Yokohama release through to Zurich. It is designed to help customers prepare for upgrades by outlining enhancements that improve AI-powered case management, agent productivity, customer sentiment analysis, and security. Show full answer Show less ## Key Features * **AI Skill Enhancements:** Enabled the `istemplate` property for all Now Assist skills to support consistent cloning and customization, simplifying setup and modification of GenAI skills across the platform. * **Sentiment Analysis Dashboards:** Introduced accessible sentiment trend and trending topics dashboards within the Core UI, providing LLM-powered insights for customer sentiment and case trends to support targeted management actions. * **Agentic Workflows and AI Agents:** Enhanced workflows such as Provide Customer 360 Insights and Triage Cases to deliver synthesized customer data, natural language query responses, and automated case triage, improving information access and resolution speed. * **Activity Response Generation:** AI-generated recommendations for resolution notes, work notes, and comments help agents efficiently update case records with meaningful information. * **Now Assist Panel Improvements:** Support for conversational subflows, external web content in Q\&A Genius Results, and contextual chat in portal case forms streamline agent and requester interactions. * **Voice-Driven Case Management:** Customers can retrieve case status and submit updates through voice interactions integrated with major CCaaS platforms, reducing reliance on live agents. * **Quality Assurance Management:** Automated evaluation of agent interactions using configurable AI scoring rubrics enhances consistency and scalability of quality assessments. * **Security Enhancements:** Implemented ACLs and user identity-based permissions for agentic workflows and AI agents to enforce secure access and operation within ServiceNow Otto for CSM. * **Third-Party AI Model Providers:** Added support for Google Gemini and AWS Anthropic Claude alongside existing Now LLM Service and Azure OpenAI, offering customers flexibility in generative AI model selection. * **MCP Server Availability:** Integration with MCP connectors enables intelligent case management and AI skill usage across third-party AI-enabled clients like Moveworks and frontier LLM channels. * **Multilingual Support:** Improved multilingual capabilities leveraging native LLMs ensure better fluency and domain specificity for chat summarization, resolution notes, and knowledge generation. ## Key Changes * **Case Summarization Workflow:** Added a trigger configuration step allowing admins to choose between user-initiated or automatic generation of case summaries. * **Email Reply Recommendations:** Enhanced AI-generated replies with tone customization (casual, formal, sympathetic) and preset templates including headers and signatures. * **Unified Skill Administration:** Now Assist skills management is consolidated into the AI Skill Kit, providing a single interface for editing cloned skills and managing prompts. * **Sentiment Scale in Case Views:** Sentiment scoring is now visible on case record pages and list views, giving agents immediate awareness of customer emotional tone. * **Triage Cases AI Agents:** Expanded AI agent roles with specialized agents for duplicate detection, context validation, document verification, and more to improve case handling accuracy. * **Complaint Case AI Agent Collection:** Enhanced complaint management with AI-driven detail gathering, sentiment analysis, issue categorization, and resolution suggestions embedded in the playbook. * **AI Usage Measurement Update:** Transitioned to a 365-day burn-down usage model resetting at contract anniversary to provide clearer AI consumption tracking. ## Activation and Licensing Activation of ServiceNow Otto for CSM features requires installation of the ServiceNow Otto for CSM plugin and appropriate licensing. The application requires a Customer Service Management Pro Plus or Enterprise Plus license and is available via the ServiceNow Store. Additional role configuration is necessary for agentic workflows and AI agents to ensure secure and proper execution. ## Additional Information * **Browser, Accessibility, and Localization:** No changes were noted between Yokohama and Zurich releases. * **Deprecations and Removals:** No functionalities were removed or deprecated in these releases. * **Branding Update:** Starting with Zurich Patch 12, "ServiceNow Otto" became the new AI experience brand reflecting the conversational AI platform integrated into ServiceNow workflows. ## Benefits for ServiceNow Customers Upgrading to Zurich unlocks advanced AI-driven capabilities for Customer Service Management that improve agent efficiency, provide deeper customer insights, and enhance case resolution speed. The integration of AI workflows, voice interactions, and enhanced dashboards empowers organizations to deliver superior customer experiences while maintaining security and flexibility in AI model usage. The unified administration and expanded multilingual support simplify management and broaden usability across global teams. Consolidated page of all release notes for ServiceNow Otto for Customer Service Management (CSM) from Yokohama to Zurich. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family ServiceNow Otto for Customer Service Management (CSM) release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Zurich. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading ServiceNow Otto for Customer Service Management (CSM) to Zurich Before you upgrade to Zurich, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## New features Between your current release family and Zurich, new features were introduced for ServiceNow Otto for Customer Service Management (CSM). {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__8} | Release | Release notes | |-|-| | Yokohama | [Enabled the is_template property](https://www.servicenow.com/docs/access?context=clone-the-now-assist-for-csm-skills&family=yokohama&ft:locale=en-US) : Enabled the is_template property for all Now Assist skills to ensure consistent cloning. Added the ability to clone any base system GenAI skill and customize it in the Now Assist Skill Kit (NASK) to reduce setup time and simplify skill modification. Applies to all ServiceNow Otto for CSM skills. [Access Sentiment analysis dashboard in Core UI](https://www.servicenow.com/docs/access?context=account-sentiment-dashboard-in-now-assist-for-customer-service-management&family=yokohama&ft:locale=en-US) : Defined the navigation path in Sentiment Analysis dashboard in the Core UI interface to make it easier for users to locate and access sentiment analysis data without searching through multiple menus. [Sentiment trends analysis dashboard](https://www.servicenow.com/docs/access?context=use-sentiment-analysis-dashboard&family=yokohama&ft:locale=en-US) : Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights---helping managers take targeted actions. [Trending topics dashboard](https://www.servicenow.com/docs/access?context=view-trending-topics-dashboard&family=yokohama&ft:locale=en-US) : Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and drill down into specific trends using customizable filters. [Provide customer 360 insights agentic workflow](https://www.servicenow.com/docs/access?context=customer-service-management-ai-agent-collection-customer-360&family=yokohama&ft:locale=en-US) : Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow is designed to support human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance as well as triggers actions from the Now Assist panel. [Activity response generation skill](https://www.servicenow.com/docs/access?context=generate-a-recommendation-to-respond-to-an-activity&family=yokohama&ft:locale=en-US) : Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency, and interaction. [Now Assist context menu configuration for extended tables within resolution notes](https://www.servicenow.com/docs/access?context=customize-now-assist-context-menu-for-skills&family=yokohama&ft:locale=en-US) : Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup. [Triage cases agentic workflow security directives](https://www.servicenow.com/docs/access?context=case-resolving-use-case&family=yokohama&ft:locale=en-US) : Implement security on AI agents and agentic workflows through ACLs and user identities. [ServiceNow Otto for CSM Gen AI security directives](https://www.servicenow.com/docs/access?context=configure-chat-summarization-in-now-assist_0&family=yokohama&ft:locale=en-US) : Implement security in ServiceNow Otto for CSM skills through ACLs and user identities. [Sentiment analysis on a case](https://www.servicenow.com/docs/access?context=analyze-sentiments-in-now-assist-for-csm&family=yokohama&ft:locale=en-US) : Make informed decisions on cases that are based on your requester's sentiment and the reasoning behind it. You can update the sentiment when new comments or emails from your customers come in to ensure that the sentiment is always up to date​. [Sentiment analysis on an account](https://www.servicenow.com/docs/access?context=account-sentiment-dashboard-in-now-assist-for-customer-service-management&family=yokohama&ft:locale=en-US) : Track the sentiment of a business-to-business account and analyze it by using various filters and sorting dashboards. You can get the right insights and reduce the number of escalated cases. [Suggested steps in Recommended Actions](https://www.servicenow.com/docs/access?context=suggested-steps-generation-in-now-assist-for-customer-service-management-csm&family=yokohama&ft:locale=en-US) : Use Recommended Actions to generate suggested resolution steps for cases. You can increase agent productivity by outlining the next best actions for unfamiliar cases and automatically providing logical next steps. [Support for conversational subflows and actions in the Now Assist panel](https://www.servicenow.com/docs/access?context=request-gen-ai-capabilities-csm-now-assist-panel&family=yokohama&ft:locale=en-US) : Use natural language to describe your intent to trigger a subflow or action. This feature helps to improve your agent productivity and enables them to accomplish everything in one place within the Now Assist panel. [External web content in Q\&A Genius Results](https://www.servicenow.com/docs/access?context=using-ai-search-with-q-a-within-the-portal-form&family=yokohama&ft:locale=en-US) : Provide the support for your public web content so that your requesters can use search queries in both standard search and conversational search. You can also see whether the content is internal or external, with direct links to the source. [Troubleshooting steps identification AI agent](https://www.servicenow.com/docs/access?context=troubleshooting-steps-identification-ai-agent&family=yokohama&ft:locale=en-US) : Gather context from cases, identify missed fixes, and troubleshoot potential solutions by using the Troubleshooting steps identification AI agent. [Triage cases AI agents use case](https://www.servicenow.com/docs/access?context=csm-ai-agents-use-cases&family=yokohama&ft:locale=en-US) : Use the Triage cases AI agents use case to improve agent productivity through faster assessment. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__12} | AI agent use case | Description | |-|-| | Triage cases | Use AI agents to handle all routine cases coming in through email and other offline channels, so that it improves customer satisfaction and reduces resolution times. | [Table 1. Available AI agents use case] [Conversational search in the Now Assist panel with results from knowledge articles](https://www.servicenow.com/docs/access?context=using-conversational-search-in-now-assist-panel&family=yokohama&ft:locale=en-US) : Ask questions directly within the Now Assist panel. If the answer is found in the knowledge bases (KBs), the answer is shown with the source information. If the answer isn't available in the KB search, you're redirected to the global search experience for further assistance. [Now Assist in Virtual Agent-Scheduling Assistant via GenAI](https://www.servicenow.com/docs/access?context=using-scheduling-assistant-via-genai-in-virtual-agent&family=yokohama&ft:locale=en-US) : Use the enhanced scheduling assistant with Now LLM Service capabilities to make it more conversational, enabling users to easily schedule, reschedule, and cancel appointments. [Now Assist in portal case form](https://www.servicenow.com/docs/access?context=using-ai-search-with-q-a-within-the-portal-form&family=yokohama&ft:locale=en-US) : Guide requesters through a self-service flow to find solutions to their problems by using Genius Results. You can reduce the number of cases created and decrease the effort required by your agents to close open cases. | | Zurich | [Case insights section](https://www.servicenow.com/docs/access?context=now-assist-csm-summarize-case&family=zurich&ft:locale=en-US) : Resolve cases faster with a new case insights section. This section brings together key case details, customer summary, issue history, sentiment scores, and special handling notes in one consolidated view. [Voice-driven case status retrieval and updates](https://www.servicenow.com/docs/access?context=voice-ai-agent&family=zurich&ft:locale=en-US) : Reduce live agent dependency by enabling customers to check open case statuses and submit case updates through guided voice interactions. Supported CCaaS platforms include Genesys, Twilio, NICE, Five9, 3CLogic, and Amazon Connect. [Customer sentiment analysis on email interaction page](https://www.servicenow.com/docs/access?context=analyze-sentiments-in-now-assist-for-csm&family=zurich&ft:locale=en-US) : View automated sentiment scores and trends from conversation directly on the email interaction page in ServiceNow Otto for CSM. The system reads customer emails and assigns sentiment scores. Agents and managers can quickly check customer mood without reading the whole conversation. [Configure extended tables](https://www.servicenow.com/docs/access?context=configure-extended-table-support-for-the-resolution-notes-skill&family=zurich&ft:locale=en-US) : Automatically receive concise summaries of case resolutions in ServiceNow Otto for CSM, with the extended table, enabling customer agents to quickly understand resolution details and respond to customers. [Quality assurance management skill](https://www.servicenow.com/docs/access?context=quality-assurance-management&family=zurich&ft:locale=en-US) : Automatically evaluate agent activity on closed cases using AI models that score each interaction against a configurable quality rubric. This eliminates manual sampling and ensures consistent, objective assessments at scale. [Extended table support for email reply recommendation skill](https://www.servicenow.com/docs/access?context=configure-extended-table-support-for-the-email-reply-recommendation-skill&family=zurich&ft:locale=en-US) : Automatically receive email reply recommendations on extended table record pages in ServiceNow Otto for CSM, allowing agents to quickly respond to customers, provide intelligent recommendations and reducing manual effort. [AI workflow tab added in Core UI](https://www.servicenow.com/docs/access?context=ai-workflow-pattern-in-customer-service-management&family=zurich&ft:locale=en-US) : Availability of AI Workflow tab within case view of case table records and email interaction view of interaction records in Core UI, showing agentic workflows and actionable AI-driven insights directly in the record UI. [Filter controls in Now Assist Guardian](https://www.servicenow.com/docs/access?context=now-assist-guardian-csm-filters&family=zurich&ft:locale=en-US) : Availability of filter controls for CSM in the AI Guardian interface, allowing users to toggle the base system filters on and off. Filtered results display in a user-friendly format for quick case review and action. [Metrics to measure genAI skills](https://www.servicenow.com/docs/access?context=skills-performnace-dashboard&family=zurich&ft:locale=en-US) : Monitor how users engage with genAI and agentic skills in ServiceNow Otto for CSM to provide actionable dashboards and reports for workflow optimization. [Navigation to customer 360 insights summary card in cases](https://www.servicenow.com/docs/access?context=now-assist-csm-summarize-case&family=zurich&ft:locale=en-US) : Access all relevant case information by navigating to the customer 360° insights page from the summary card. [AI voice agent for CSM](https://www.servicenow.com/docs/access?context=voice-ai-agent&family=zurich&ft:locale=en-US) : Access a case status and create cases through voice interactions with a unified AI voice agent for case management. [In-product agentic indicators](https://www.servicenow.com/docs/access?context=ai-workflow-pattern-in-customer-service-management&family=zurich&ft:locale=en-US) : Identify when agentic AI is active in a record in the AI Workflows tab, which includes a presence icon and record indicator. [Complaint Case AI agents collection](https://www.servicenow.com/docs/access?context=accelerate-complaint-case-handling&family=zurich&ft:locale=en-US) : The Complaint Case AI agent collection automates complaint handling by gathering missing details, analyzing sentiment, categorizing issues, and suggesting resolutions. It streamlines intake, triage, and communication, which helps reduce case closure time. [Enabled the is_template property](https://www.servicenow.com/docs/access?context=clone-the-now-assist-for-csm-skills&family=zurich&ft:locale=en-US) : Enabled the is_template property for all Now Assist skills to clone consistently. Clone any base system genAI skill and customize it in the AI Skill Kit to set up quickly and simplify skill modification. Applies to all ServiceNow Otto for CSM skills. [Access the Sentiment analysis dashboard in Core UI](https://www.servicenow.com/docs/access?context=use-sentiment-analysis-dashboard&family=zurich&ft:locale=en-US) : Locate and access sentiment analysis data without searching through multiple menus with a defined navigation path in the Sentiment analysis dashboard in the Core UI interface. [Sentiment trends analysis dashboard](https://www.servicenow.com/docs/access?context=use-sentiment-analysis-dashboard&family=zurich&ft:locale=en-US) : Get a comprehensive view of customer sentiment across case. The dashboard uses LLM-powered insights to explain sentiment changes and lets you drill down to find root causes and real time insights---helping managers take targeted actions. [Trending topics dashboard](https://www.servicenow.com/docs/access?context=view-trending-topics-dashboard&family=zurich&ft:locale=en-US) : Get a comprehensive view of trending topics across cases along with insights and visualizations to facilitate deeper analysis. This feature helps support teams track trend progression, regional impact, and analyze specific trends using customizable filters. [Provide customer 360 insights agentic workflow](https://www.servicenow.com/docs/access?context=customer-service-management-ai-agent-collection-customer-360&family=zurich&ft:locale=en-US) : Use the provide customer 360 insights agentic workflow to provide synthesized and relevant customer insights to live agents via conversations. This agentic workflow supports human agents by responding to natural language queries regarding cases, customer history, products, and interactions. This feature expedites access to vital information and case resolution, identifies patterns, and leverages past similar cases for guidance and triggers actions from the Now Assist panel. [Activity response generation skill](https://www.servicenow.com/docs/access?context=generate-a-recommendation-to-respond-to-an-activity&family=zurich&ft:locale=en-US) : Use the activity response generation skill to automatically generate recommendations for resolution notes, work notes, and comments. This feature helps agents add meaningful updates to case records, improving efficiency and interactions. [Now Assist context menu configuration for extended tables within resolution notes](https://www.servicenow.com/docs/access?context=customize-now-assist-context-menu-for-skills&family=zurich&ft:locale=en-US) : Configure output fields for resolution notes through the Now Assist context menu configuration page so skills apply to extended tables without any additional setup. [Use the triage cases agentic workflow security directives](https://www.servicenow.com/docs/access?context=case-resolving-use-case&family=zurich&ft:locale=en-US) : Implement security on AI agents and agentic workflows through ACLs and user identities. [ServiceNow Otto for CSM genAI security directives](https://www.servicenow.com/docs/access?context=configure-chat-summarization-in-now-assist_0&family=zurich&ft:locale=en-US) : Implement security in ServiceNow Otto for CSM skills through ACLs and user identities. [New third-party AI model provider options available for all AI applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. [Availability of MCP Server in ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=csm-mcp-server&family=zurich&ft:locale=en-US) : ServiceNow Otto for Customer Service Management (CSM) can now provide key data and AI actions through MCP connectors, bringing intelligent case management to third-party interfaces seamlessly. CSM customers can now use subflow and actions such as retrieve cases and case task details or AI skills such as generate summaries and resolution notes, analyze sentiment, and draft activity responses when using any AI-enabled MCP client, such as Moveworks or frontier LLM model channels such as Claude in the web. | [ ] ## Changes Between your current release family and Zurich, some changes were made to existing ServiceNow Otto for Customer Service Management (CSM) features. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__18} | Release | Release notes | |-|-| | Yokohama | [Enhancement in case summarization skill flow](https://www.servicenow.com/docs/access?context=case-summarization-generation-in-now-assist&family=yokohama&ft:locale=en-US) : The Define trigger step has been added to the case summarization flow. This step enables admins to choose between the User Trigger option, where users select a button to generate a summary, and the Automatic Trigger option, where summaries are automatically generated based on specified conditions. [Enhancement in email reply recommendation skill](https://www.servicenow.com/docs/access?context=generate-email-reply-recommendations&family=yokohama&ft:locale=en-US) : Generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures. [Unified admin experience for Now Assist skills](https://www.servicenow.com/docs/access?context=customizing-now-assist-skills&family=yokohama&ft:locale=en-US) : Skills cloned in AI Admin Hub console can now be edited in Now Assist Skill Kit. This update unifies the admin experience across AI Admin Hub and Now Assist Skill Kit, enabling users to add headers, configure prompts, and manage Now Assist skills in one location. The migration supports case summarization and resolution notes generation. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=yokohama&ft:locale=en-US) : Agentic workflows and AI agents included with Now Assist applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. Data access settings must also include these roles. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Display sentiment scale in case list view](https://www.servicenow.com/docs/access?context=analyze-sentiments-in-now-assist-for-csm&family=yokohama&ft:locale=en-US) : Added sentiment scoring to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative to very negative. [Multilingual Support](https://www.servicenow.com/docs/access?context=now-assist-csm-supporting-info&family=yokohama&ft:locale=en-US) : Enhanced multilingual support in chat summarization, resolution notes, and knowledge generation. Leveraged native multilingual LLMs for improved fluency and domain specificity, addressing translation inconsistencies across Tier 1 and Tier 2 languages. [Triage cases agentic workflows enhancements](https://www.servicenow.com/docs/access?context=case-resolving-use-case&family=yokohama&ft:locale=en-US) : Added new standalone AI agents to check duplicate cases and split some existing standalone AI agents to focus on more specific tasks. The AI agents available are the Triage cases planner AI agent, Context validator and analyzer agent, Duplicate identifier AI agent, Informational queries AI agent, Transactional queries AI agent, Case creation AI agent, Entity extraction AI agent, Document verification AI agent, and Email response AI agent. [Now Assist in Portal case form enhancement](https://www.servicenow.com/docs/access?context=using-ai-search-with-q-a-within-the-portal-form&family=yokohama&ft:locale=en-US) : Added the new Ask Now Assist button that opens a contextual chat window so that a requester can carry the conversation forward. If no results are found or if the requester isn't satisfied with the result, they can get further assistance by selecting the button to chat and get an answer, which helps to avoid case creation. [Email reply recommendations enhancements](https://www.servicenow.com/docs/access?context=generate-email-reply-recommendations&family=yokohama&ft:locale=en-US) : Refined the AI-generated reply recommendation to create the best response for users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available. [Chat reply recommendation enhancements](https://www.servicenow.com/docs/access?context=generate-chat-reply-recommendations&family=yokohama&ft:locale=en-US) : Added the chat reply recommendation enhancements to respond in a conversational tone and get feature parity in the AI Admin Hub console: * Refined the AI-generated reply recommendation to create the best answer for your users by applying tone changes in the Now Assist context menu. Additional tone options, including casual, formal, and sympathetic, are available. * Added parity with the chat summarization AI Admin Hub console capabilities. The AI Admin Hub console can specify the portal and channels for chat reply recommendations and assign additional support roles. [Case summarization enhancement](https://www.servicenow.com/docs/access?context=summarize-a-call-by-using-now-assist-for-customer-service-management-csm&family=yokohama&ft:locale=en-US) : Detailed feedback option is now available for negative feedback in the generated case summary.Xanadu Patch 7: Extended the capabilities of the case summarization feature so it can now be used on custom tables. | | Zurich | [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto® introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Now LLM service deprecation](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : The Now LLM Service is no longer the default model provider for new or inactive AI assets. A third-party LLM is now selected by default, while existing configurations using the Now LLM Service continue unchanged. The Now LLM Service is still available for manual selection. [Automated quality assurance](https://www.servicenow.com/docs/access?context=quality-assurance-management&family=zurich&ft:locale=en-US) : Enable admins to filter scoring parameters and sort agents and case lists. Admins can sort data, manage filters, and easily organize cases on the dashboard with the new sorting, visibility, and skill management capabilities. [Activate ServiceNow Otto Skills](https://www.servicenow.com/docs/access?context=activate-now-assist-for-customer-service-management-csm-skills_0&family=zurich&ft:locale=en-US) : Admins can view detailed information about each Now Assist skill to make faster and more informed decisions about enabling skill capabilities [Provide Customer 360 insights agentic workflow](https://www.servicenow.com/docs/access?context=customer-service-management-ai-agent-collection-customer-360&family=zurich&ft:locale=en-US) : Enhanced Provide Customer 360 Insights with Enterprise Graph and AI agent deep research for richer, more contextual query results. [Triage cases agentic workflow](https://www.servicenow.com/docs/access?context=case-resolving-use-case&family=zurich&ft:locale=en-US) : Multilingual and localization flows in the Triage Cases workflow are now fully supported. [Changes to Complaint Case AI agent collection](https://www.servicenow.com/docs/access?context=accelerate-complaint-case-handling&family=zurich&ft:locale=en-US) : Updates have been added to the Complaint Case playbook to work better with the Complaint Case AI agent: * Triage displays complaint details and enables a human agent to identify and request missing information. * Complaint‑specific case summarization is available directly within the playbook. * Replace research case task activities with case tasks list activity. [Enhancements in the Sentiment analysis dashboard](https://www.servicenow.com/docs/access?context=use-sentiment-analysis-dashboard&family=zurich&ft:locale=en-US) : * Sentiment analysis dashboard support has expanded to include interaction records, and positive and negative sentiment drivers have been consolidated into a single Sentiment Drivers view. * The top negative assignment group and number of cases by channel visualizations have been merged into the new Impact Explorer visualization for streamlined analysis. * Widget placement in the Workforce Optimization dashboard has been optimized for accessing insights and trends across interfaces. [Enhancements in Trending topics dashboard](https://www.servicenow.com/docs/access?context=view-trending-topics-dashboard&family=zurich&ft:locale=en-US) : * The Accounts, Products, Assignment Groups, and Channels graphs have been consolidated into the Impact Explorer card. * Search and pagination have been added to the list header. * The Historical trends resurfacing graph has been added the Trending topics dashboard to show historical trends at a glance. * Trending topics have been expanded beyond the top 10 results to provide deeper insight into emerging patterns. * The trending topics widget has been added in the Workforce optimization dashboard as the AI insights tab. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Enhancement in case summarization skill flow](https://www.servicenow.com/docs/access?context=case-summarization-generation-in-now-assist&family=zurich&ft:locale=en-US) : The Define trigger step has been added to the case summarization flow. Admins can choose between the User Trigger option, where users select a button to generate a summary, and the Automatic Trigger option, where summaries are generated automatically. [Enhancement in email reply recommendation skill](https://www.servicenow.com/docs/access?context=generate-email-reply-recommendations&family=zurich&ft:locale=en-US) : Generate reply suggestions in the compose area using preset templates that include headers, footers, and signatures. [Unified admin experience for Now Assist skills](https://www.servicenow.com/docs/access?context=customizing-now-assist-skills&family=zurich&ft:locale=en-US) : Skills cloned in AI Admin Hub console can now be edited in AI Skill Kit. This update unifies the admin experience across AI Admin Hub and AI Skill Kit, enabling users to add headers, configure prompts, and manage Now Assist skills in one location. The migration supports case summarization and resolution notes generation. [Role configuration required for agentic workflows and AI agents](https://www.servicenow.com/docs/access?context=aia-role-masking&family=zurich&ft:locale=en-US) : Agentic workflows and AI agents included with your applications require additional security configuration. If you select Users with selected roles for your user access security controls for an agentic workflow or AI agent, you must add the installed roles, or they will not execute. See the documentation for the agentic workflow or AI agent for the specific roles you must add. [Display sentiment scale in case list view](https://www.servicenow.com/docs/access?context=analyze-sentiments-in-now-assist-for-csm&family=zurich&ft:locale=en-US) : Sentiment scoring has been added to both the case record page and list view across cases, giving agents immediate visibility into the emotional tone of customer interactions. The sentiment scale ranges from very positive, positive, neutral, negative, to very negative. [Multilingual support](https://www.servicenow.com/docs/access?context=now-assist-csm-supporting-info&family=zurich&ft:locale=en-US) : Enhanced multilingual support in chat summarization, resolution notes, and knowledge generation. Leveraged native multilingual LLMs for improved fluency and domain specificity, addressing translation inconsistencies across Tier 1 and Tier 2 languages. [Suggested steps in the Recommended Actions tab](https://www.servicenow.com/docs/access?context=suggested-steps-generation-in-now-assist-for-customer-service-management-csm&family=zurich&ft:locale=en-US) : View the suggested steps on the Recommended Actions tab in the contextual side panel. If suggested steps are available for a case, ServiceNow Otto for CSM generates and displays these steps in a card at the top of the Recommended Actions tab. [KB generation skill configuration enhancement](https://www.servicenow.com/docs/access?context=now-assist-csm-configuring&family=zurich&ft:locale=en-US) : The Is Template field on the KB generation skill configuration record is enabled by default. With the skill_builder.admin role, you can copy or clone the KB generation skill and customize the prompt in the skill kit. [Knowledge generation](https://www.servicenow.com/docs/access?context=configure-knowledge-generation-in-now-assist_0&family=zurich&ft:locale=en-US) : Enable users with the sn_skill_builder.admin role to generate knowledge base articles in ServiceNow Otto for CSM by selecting the required input fields from a task record, reducing manual effort and streamlining the knowledge base generation process. [Sidebar summarization](https://www.servicenow.com/docs/access?context=configure-sidebar-summarization-in-now-assist&family=zurich&ft:locale=en-US) : Enable customers to generate summaries from the required case and task tables in ServiceNow Otto for CSM as default tables can now be pre-selected and locked. | [ ] ## Removed Between your current release family and Zurich, some ServiceNow Otto for Customer Service Management (CSM) features or functionality were removed. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__24} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Deprecations Between your current release family and Zurich, some ServiceNow Otto for Customer Service Management (CSM) features or functionality were deprecated. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__30} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Activation information Review information on how to activate ServiceNow Otto for Customer Service Management (CSM). {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__36} | Release | Release notes | |-|-| | Yokohama | Activation information : Now Assist features are available with activation of the ServiceNow Otto for CSM plugin. For more information, see [Install Now Assist plugins](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=yokohama&ft:locale=en-US). Starting with Vancouver Patch 4, ServiceNow Otto for CSM is supported. Starting with Xanadu Patch 7, Customer Service Management AI agent collection is supported. Important: ServiceNow Otto for CSM is available in ServiceNow Store. For details, see the "Activation information" section of these release notes. | | Zurich | Activation information : Now Assist features are available with activation of the ServiceNow Otto for CSM plugin. For more information, see [Install plugins for ServiceNow Otto](https://www.servicenow.com/docs/access?context=install-now-assist-feature-plugins&family=zurich&ft:locale=en-US). Starting with Vancouver Patch 4, ServiceNow Otto for CSM is supported. Starting with Zurich Patch 7, Customer Service Management AI agent collection is supported. Important: ServiceNow Otto for CSM is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes. | [ ] ## Additional requirements If any additional requirements were introduced or changed for ServiceNow Otto for Customer Service Management (CSM) we have noted them here. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | Additional requirements : The ServiceNow Otto for CSM application requires a Customer Service Management Pro Plus or Enterprise Plus license. | | Zurich | Additional requirements : Check your entitlements to determine whether you have access to the ServiceNow Otto for CSM application. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for ServiceNow Otto for Customer Service Management (CSM) we have noted them here. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__48} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for ServiceNow Otto for Customer Service Management (CSM), such as specific requirements or compliance levels. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__54} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for ServiceNow Otto for Customer Service Management (CSM) we have noted them here. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__60} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for ServiceNow Otto for Customer Service Management (CSM) we have noted them here. {#dfrn3-servicenowottoforcustomerservicemanagementcsm-summary__entry__66} | Release | Release notes | |-|-| | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Enabled is_template for all Now Assist skills and added support to clone and customize any base system GenAI skill in the Now Assist Skill Kit. * Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier. * Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard. * Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard. * Enable agents to access customer, case, and product details instantly through natural language queries with the Provide customer 360 insight agentic workflow. * Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill. * Additional role configuration is required for agentic workflows and AI agents included with Now Assist applications. [Yokohama Patch 6](https://www.servicenow.com/docs/access?context=yokohama-patch-6&family=yokohama&ft:locale=en-US) * Enable security in ServiceNow Otto for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions. [Yokohama Patch 3](https://www.servicenow.com/docs/access?context=yokohama-patch-3&family=yokohama&ft:locale=en-US) * Analyze your customers' sentiment and sentiment trends in your cases and the reasoning behind it. * Use case resolution steps to generate recommended actions based on the data clusters from previously closed cases. * Integrate the support for public web content in search queries for both standard and conversational search. * Use enhanced AI agents and new standalone AI agents for more specific tasks. For example, the Duplicate identifier AI agent identifies the duplicate interactions and cases from the customers and then consolidates the information. [Yokohama Patch 1](https://www.servicenow.com/docs/access?context=yokohama-patch-1&family=yokohama&ft:locale=en-US) * Improve agent productivity by managing long-running cases with the Triage cases AI agent. Yokohama Early Availability * Use the Now LLM Service scheduling assistance when booking an appointment through Virtual Agent. You can use this scheduling assistance to schedule, reschedule, or cancel an appointment. * Help requesters find solutions by using Genius Results to reduce the number of cases created and decrease the effort needed by agents to close them. * Use the Now Assist panel global skill search to ask questions and fetch answers from knowledge articles. See [ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&family=yokohama&ft:locale=en-US) for more information. | | Zurich | [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US) * Starting with Zurich Patch 12, ServiceNow Otto® is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Customer Service Management (CSM). Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Zurich Patch 10](https://www.servicenow.com/docs/access?context=zurich-patch-10&family=zurich&ft:locale=en-US) * Resolve cases faster with a new case insights section that consolidates key case details, customer history, sentiment scores, and special handling notes into a single view. * View automated sentiment scores and trends from conversations directly on the email interaction page. * Enable customers to make case updates through AI voice agent. [Zurich Patch 9](https://www.servicenow.com/docs/access?context=zurich-patch-9&family=zurich&ft:locale=en-US) * Automatically evaluate post-interaction customer conversations using AI models that score against a configurable quality rubric, eliminating manual effort. * Receive intelligent email reply recommendations on extended table record pages in ServiceNow Otto for CSM, helping agents respond faster with less manual effort. [Zurich Patch 8](https://www.servicenow.com/docs/access?context=zurich-patch-8&family=zurich&ft:locale=en-US) * Availability of filter controls in AI Guardian for ServiceNow Otto for CSM. * Availability of AI Workflow tab in Core UI. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Enhance the Complaint Case playbook to align playbook activities with agentic workflows and introduce AI‑driven summarization and drafting capabilities. Legacy components that are no longer part of the complaint experience are removed. * Monitor how users engage with genAI skills in ServiceNow Otto for CSM. * Get a case status and manage cases through natural voice conversations. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Help reduce manual effort and case closure time for complaint cases with the Complaint Case AI agent collection. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Enabled is_template for all Now Assist skills and added support to clone and customize any base system genAI skill in the AI Skill Kit * Defined the navigation path for Sentiment Analysis dashboard in Core UI to make accessing sentiment analysis data easier. * Track trending case topics with insights, visualizations, and customizable filters for deeper analysis with the Trending topics dashboard. * Monitor customer sentiment across cases with LLM-powered insights and track the sentiment trends in the dashboard. * Enable agents to access customer, case, and product details instantly through natural language queries with the provide customer 360 insights agentic workflow. * Auto-generate work notes and comment recommendations to help improve agent efficiency with the activity response generation skill. * Additional role configuration required for agentic workflows and AI agents included with your applications. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) Enable security in ServiceNow Otto for CSM and AI agents and agentic workflows by enforcing access control lists (ACLs) and user identity-based permissions. Early Availability * Use the suggested steps that automatically display on the Recommended Actions tab to help resolve cases and increase agent productivity. * Use Google Gemini and Anthropic Claude on AWS as AI model providers for generative AI skills and AI agents, in addition to Now LLM Service and Azure OpenAI. See [ServiceNow Otto for CSM](https://www.servicenow.com/docs/access?context=now-assist-csm&family=zurich&ft:locale=en-US) for more information. | [ ]